Support

Support plans

It works best if you need help every now and then. The hourly rate is  $80.

The ticket is supposed to be paid after the resolution in 15 days.

It works best if you expect more help or you want a better price for the support.

Support can be bought in packages including 10 incidents.

A package is valid for 120 days from the purchase. After that all remaining incidents are lost, and you are required to purchase another support package if you need support again.

An incident is a task that can be resolved in 1 hour. A longer task consumes an additional incident by each hour.

A package costs $600.

Please note that the support package is non-refundable, and should be paid in advance.

It works best if you need support for unlimited tickets at a fixed price. The

The annual support is $1200.

Please note that the annual support is non-refundable, and should be paid in advance.

Generic guidelines

Each incident must be filed in the issue tracker. The support is provided on business days. The incident response time is 24 hours. The incident resolution may involve additional communication via the issue tracker, email, Skype, etc.

If the support process involves remote work on your archive, then the recommended method is via SSH using a key. Note that Teamviewer is not supported.

If the SSH access involves a VPN connection, then the VPN software must be supported on Ubuntu Bionic x64.

Important! Both the piler database and the piler.key are vital for the proper operation of the archive. Losing either of them may result in data loss that no support plan is able to mitigate.

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